Nancy Blagg

425 W Verret Street

Elmhurst, Illinois 60126
(630) 359 ? 5081
nb571338@westpost.net
PROFESSIONAL SUMMERY
Versatile and experienced Call Center Professional with 12 years of proven manag
ement skills. Demonstrates strengths in employee training, sales skills and day
to day of performance development and illustration of building client relationsh
ips. Solid strategic planning and long-range development skills. Demonstrated d
etailed skills with the ability to communicate with all levels of the organizati
on and customers. Efficient in the use of MS office, word, excel and windows. S
upervise, discipline, team player, anaylitical, open to relocation
EXPERIENCE
TTC Marketing Solutions, Chicago, Ill. 2006 ? 2009
Call Center Account Manager (outbound/inbound)
l KPI included, program start up, developing cost effective projects. Review, mo
nitor and documented and reported call center assigned programs. Created outboun
d/inbound sales programs generating $50,000 in weekly
l Participated in improving program performance through reviewing of KPI and ser
vice levels. Increased client satisfaction index from 85% up to 94% through crea
tion of ?Best in Class? customer service training curriculum.
l Provided and documented system test procedures for all new sales outbound/ inb
ound telemarketing projects, resulting in 10% decrease in program training costs
.
l Designed and trained all scripting and training material through train the tra
iner sessions; including supervisory staff, quality staff and CSR staff. Execute
strategies, evaluate performance.
CHC Consulting, International Falls, Mn 2004 ? 2005
Director of Teleservices (outbound/inbound)
l Managed daily operation of 100+ employees, including 5 managers. Generated 1,0
00 + billable calling hours daily. Accountable for all vendor management.
l Successfully expanded calling center by 40% to accommodate new clients through
enhanced recruiting, training processes. Proven ability to motivate diverse tea
ms and manage conflict. Held weekly calibration sessions for on going project su
ccess.
l Mentored supervisory/training staff enabling them to become more productive an
d comfortable in a new cultural environment.
ACI Telecentrics, Minneapolis, MN 1999 ? 2004
Call Center Manager / Performance Manager
l Start up call center operation with 144 seats. Staff of 450+ generating 3,000
daily billable calling hours. Worked proactively with V.P op Ops for cost effici
encies.
l Undertook training of supervisory, CSR staff in our Canadian calling centers.
Traveling monthly for program kick offs, client visits. Generating additional 3
million dollars in quarterly revenue.
EDUCATION
College of DuPage, Glen Ellyn Illinois